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A importância da gestão da qualidade e aplicação das suas ferramentas na logística com vista à satisfação dos clientes
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Abstract(s)
O presente estudo realça uma série de reflexões críticas sobre a gestão da qualidade, as ferramentas da qualidade e a logística, com o objetivo de verificar se a integração entre estes três processos/recursos conduz à formação de produtos com qualidade, de forma a satisfazer as necessidades e os desejos dos clientes. A metodologia utilizada permitiu conduzir um estudo de caráter exploratório e qualitativo, baseado em pesquisa bibliográfica, orientada para identificar os aspetos centrais desta problemática. Neste âmbito, propomos um problema de investigação, em consonância com os objetivos, procurando resposta para os mesmos em livros, artigos, ou outras fontes bibliográficas (Garcia, 2016). Foi feita uma análise crítica de dez artigos relacionados com este estudo, dos quais nove cumpriram integralmente com os objetivos preconizados nesta investigação - demonstraram que a integração entre a gestão da qualidade, suas ferramentas e a logística conduz à formação de produtos com qualidade e a consequente satisfação das necessidades e desejos dos clientes -, porém, um dos artigos cumpriu apenas parcialmente com estes objetivos, pois, não demonstrou que a dita integração conduz à formação de produtos com mais qualidade. Os resultados realçam que a gestão da qualidade funciona como um sistema integrado, em que todos trabalham em prol do mesmo objetivo, ou seja, a satisfação do cliente, que vê a qualidade associada ao valor e à utilidade do bem. Igualmente, os resultados indicam que a utilização das ferramentas da gestão da qualidade conduzem a melhorias contínuas nos processos e produtos, o que facilita a logística, mas, a logística não pode ser vista de uma forma isolada, pois, faz parte da gestão integrada da qualidade. Este panorama demonstra que os objetivos estabelecidos neste estudo foram alcançados com êxito.
The present study highlights a series of critical reflections on quality management, quality tools and logistics, with the aim of verifying whether the integration between these three processes/resources leads to the formation of quality products, in order to satisfy customers' needs and desires. The methodology used allowed to conduct an exploratory and qualitative study, based on bibliographical research, oriented to identify the central aspects of this problem. In this context, we propose a research problem, in line with the objectives, looking for an answer to them in books, articles, or other bibliographic sources (Garcia, 2016). A critical analysis was made of ten articles related to this study, nine of which fully met the objectives recommended in this investigation - demonstrated that the integration between quality management, its tools and logistics leads to the formation of quality products and the consequent satisfaction of customers' needs and desires - however, one of the articles only partially fulfilled these objectives, as it did not demonstrate that the referred integration leads to the formation of products with more quality. The results highlight that quality management works as an integrated system, in which everyone works towards the same objective, that is, customer satisfaction, which sees quality associated with the value and usefulness of the good. Likewise, the results indicate that the use of quality management tools leads to continuous improvements in processes and products, which facilitates logistics, but logistics cannot be seen in isolation, as it is part of the integrated management of quality. This panorama demonstrates that the objectives established in this study were successfully achieved.
The present study highlights a series of critical reflections on quality management, quality tools and logistics, with the aim of verifying whether the integration between these three processes/resources leads to the formation of quality products, in order to satisfy customers' needs and desires. The methodology used allowed to conduct an exploratory and qualitative study, based on bibliographical research, oriented to identify the central aspects of this problem. In this context, we propose a research problem, in line with the objectives, looking for an answer to them in books, articles, or other bibliographic sources (Garcia, 2016). A critical analysis was made of ten articles related to this study, nine of which fully met the objectives recommended in this investigation - demonstrated that the integration between quality management, its tools and logistics leads to the formation of quality products and the consequent satisfaction of customers' needs and desires - however, one of the articles only partially fulfilled these objectives, as it did not demonstrate that the referred integration leads to the formation of products with more quality. The results highlight that quality management works as an integrated system, in which everyone works towards the same objective, that is, customer satisfaction, which sees quality associated with the value and usefulness of the good. Likewise, the results indicate that the use of quality management tools leads to continuous improvements in processes and products, which facilitates logistics, but logistics cannot be seen in isolation, as it is part of the integrated management of quality. This panorama demonstrates that the objectives established in this study were successfully achieved.
Description
Keywords
Clientes Customers Ferramentas da qualidade Gestão da qualidade Logística Logistics Quality management Quality tools
Pedagogical Context
Citation
Lizardo, C., & Ribeiro, P. (2020). A importância da gestão da qualidade e aplicação das suas ferramentas na logística com vista à satisfação dos clientes. Gestão e Desenvolvimento, (28), 3-28. https://doi.org/10.34632/gestaoedesenvolvimento.2020.9463